Comment on Facebook's AI-fueled attempt to block bad ads is hurting legitimate small business owners — and its 'pay-to-play' customer suppo

Facebook's AI-fueled attempt to block bad ads is hurting legitimate small business owners — and its 'pay-to-play' customer suppo

Elijah Nouvelage/Reuters Facebook's efforts to crack down on violations of its ad policies are mistakenly penalizing advertisers over selling benign products like dog posters and women's jewelry, Business Insider has learned. Facebook has relied more heavily on AI to police its platform during the pandemic, but hundreds of advertisers say they've had ads — and even entire accounts — banned despite not violating any policies. Seven business owners, all of whom run ads for small businesses, told Business Insider that Facebook's slow, opaque, and "pay-to-play" customer support system has left them locked out for weeks as they try to get erroneous bans resolved. As a result, those small business owners — who rely heavily on Facebook to reach customers — are taking a massive hit on the eve of a holiday shopping season that's even more crucial amid the pandemic. Visit Business Insider's homepage for more stories. In mid-March, even as it encouraged its full-time employees to work remotely, Facebook's largely contract-based content moderators were still required to be in the office.

 

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